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The impact of information and communication technology service quality on customer satisfaction in the banking sector of Nigeria

Journal of Insurance and Financial Management

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Title The impact of information and communication technology service quality on customer satisfaction in the banking sector of Nigeria
 
Creator Ugwu, Agada Paul
Safari, Meysam
 
Description Service quality and customer satisfaction are two important theories that an organisation should constantly be abreast of to improve service delivery and competitiveness. Service quality has been one of the primary concerns of banks globally; this has necessitated stiff competition and has led to the introduction of new means of carrying out banking operations in Nigeria. The performance of banks determines the rate at which they attract and retain customers. It is evident that customers are important stakeholders in the bank, and their satisfaction is a priority for management.Based on findings revealed that ICT service quality has a significant impact on customer satisfaction in the banking sector in Nigeria. Convenience sampling technique was used to collect quantitative data from customers of banks to get their satisfaction levels. Each ServeQual Dimension was used to test the significant relationship it has on customer satisfaction. The findings suggest banks to keep improving and innovating ICT service quality to enhance their methods of operations to serve customers better.
 
Publisher Journal of Insurance and Financial Management
 
Contributor —
 
Date 2016-03-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://journal-of-insurance-and-financial-management.com/index.php/JIFM/article/view/7
 
Source Journal of Insurance and Financial Management; Vol 1, No 1 (2016): Journal of Insurance and Financial Management
2371-2112
 
Language eng
 
Relation https://journal-of-insurance-and-financial-management.com/index.php/JIFM/article/view/7/pdf
 
Rights Copyright (c) 2016 Agada Paul Ugwu, Meysam Safari